Related skills
intercom ai zendesk automation📋 Description
- Lead and develop a 25+ person CS team (onshore + offshore).
- Set performance standards, career ladders, and training programs.
- Own SLAs and KPIs (CSAT, NPS, first contact resolution) and workforce management.
- Implement automation, macros, QA programs, and escalation frameworks.
- Partner cross-functionally with Product, Engineering, Clinical, and Supply Chain.
- Define the vision to scale CS with AI and present insights to leadership.
🎯 Requirements
- 8+ years in Customer Support with 3–5+ years leading onshore/offshore teams.
- Must have: experience leading CS in a DTC company.
- Must have: experience leading CS in a Teleheath company.
- Proven track record scaling CS to 20+ reps in a high-growth healthcare or tech company.
- Operational orientation: WFM, QA, automation; cross-functional with Product/Ops/Marketing/Clinical.
- Data-driven and analytical; customer-first mindset; experience with Intercom, Zendesk.
🎁 Benefits
- Premium Blue Shield Platinum PPO & HMO plans (up to 80% premium)
- Full Suite: Medical, Dental, Vision, Life Insurance
- Best-in-class 401K options
- Flexible vacation/time-off policies
- Liquidity of options whenever available
- Extended option exercise window (3 months per year of service)
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